4/10/2017 – Technician came out to troubleshoot our electric hot water heater for not properly heating the water. I had already replaced the elements and purged the tank – this did not fully help correct the problem. Since we were under a home warranty, we decided to have a professional look at it before replacing both thermostats. Technician could not find any issues and he called back to the office. Since it was somewhat working, I can understand it was hard to diagnose. The decision was made to replace both thermostats. After replacement, the technician did not know that only one thermostat works at a time. After I mentioned it to him, he turned down the one to have the second one kick on. Replacement of the thermostats fixed the heating issue. I didn’t think much of it, at the time, until I had more issues after the next call out. 10/17/2017 – Called EH Williams to let them know our hot water heater was leaking and we were calling the home warranty company to report it. I discussed the procedure for upgrading to a better product with them if the tank would have to be replaced. They were very knowledgeable on the procedure and passed on the information to me. I reported the leak to my home warranty company and asked them to dispatch EH Williams since they already had knowledge of the unit here. EH Williams contacted me back and we once again discussed upgrading, if the unit had to be replaced. I asked if the service technician could begin the estimate to install a tankless propane hot water heater or did another person have to come out. I was told the technician could look at the current unit and discuss the upgrade to begin the estimate.
10/18/2017 The technician responded, and he found the current unit to be leaking from the tank and not repairable, he and I discussed the upgrade to a tankless unit. He took photos and notes then called the office. He reported the current unit was not repairable and passed on we wanted to upgrade. I then paid my $100 deductible and he said the office would submit the report and claim back to the home warranty office. He said the office would call me back later that day or the next morning. 10/19/2017 No call back from EH Williams. I contacted them around 11:30 AM for an update. I was rudely told the service manager must still review the claim before it can be submitted to my home warranty office. I asked when would that happen and was told hopefully later that day. Something about this call made me realize EH Williams was not the company I would want to install a replacement unit let alone an expensive upgrade. I then began calling other companies for estimates to have the unit upgraded. I did receive a call, later that day, from the home warranty company stating they received the report that our hot water heater needed replacement and they received the quote for the replacement. The report, from EH Williams, even stated we were interested in a cash out to have the unit upgraded. I never received a call from EH Williams. 11/1/2017 I have had two other companies respond and provide quotes for an upgrade and waiting on the third quote, from another company. Still no call back from EH Williams. Out of curiosity, I called EH Williams and asked for my quote for the replacement of the current unit. I was told they already provided it to my home warranty company. I informed them there were items listed, the home warranty would not cover, and I would have to pay for and was just curious about those items. I said I would contact the home warranty company for a copy of the quote. I then asked about the estimate for the upgrade, they recall I had mentioned it however I never called them back to request one. Of course, I informed them I was no longer interested.
All USA
4/10/2017 – Technician came out to troubleshoot our electric hot water heater for not properly heating the water. I had already replaced the elements and purged the tank – this did not fully help correct the problem. Since we were under a home warranty, we decided to have a professional look at it before replacing both thermostats. Technician could not find any issues and he called back to the office. Since it was somewhat working, I can understand it was hard to diagnose. The decision was made to replace both thermostats. After replacement, the technician did not know that only one thermostat works at a time. After I mentioned it to him, he turned down the one to have the second one kick on. Replacement of the thermostats fixed the heating issue. I didn’t think much of it, at the time, until I had more issues after the next call out. 10/17/2017 – Called EH Williams to let them know our hot water heater was leaking and we were calling the home warranty company to report it. I discussed the procedure for upgrading to a better product with them if the tank would have to be replaced. They were very knowledgeable on the procedure and passed on the information to me. I reported the leak to my home warranty company and asked them to dispatch EH Williams since they already had knowledge of the unit here. EH Williams contacted me back and we once again discussed upgrading, if the unit had to be replaced. I asked if the service technician could begin the estimate to install a tankless propane hot water heater or did another person have to come out. I was told the technician could look at the current unit and discuss the upgrade to begin the estimate. 10/18/2017 The technician responded, and he found the current unit to be leaking from the tank and not repairable, he and I discussed the upgrade to a tankless unit. He took photos and notes then called the office. He reported the current unit was not repairable and passed on we wanted to upgrade. I then paid my $100 deductible and he said the office would submit the report and claim back to the home warranty office. He said the office would call me back later that day or the next morning. 10/19/2017 No call back from EH Williams. I contacted them around 11:30 AM for an update. I was rudely told the service manager must still review the claim before it can be submitted to my home warranty office. I asked when would that happen and was told hopefully later that day. Something about this call made me realize EH Williams was not the company I would want to install a replacement unit let alone an expensive upgrade. I then began calling other companies for estimates to have the unit upgraded. I did receive a call, later that day, from the home warranty company stating they received the report that our hot water heater needed replacement and they received the quote for the replacement. The report, from EH Williams, even stated we were interested in a cash out to have the unit upgraded. I never received a call from EH Williams. 11/1/2017 I have had two other companies respond and provide quotes for an upgrade and waiting on the third quote, from another company. Still no call back from EH Williams. Out of curiosity, I called EH Williams and asked for my quote for the replacement of the current unit. I was told they already provided it to my home warranty company. I informed them there were items listed, the home warranty would not cover, and I would have to pay for and was just curious about those items. I said I would contact the home warranty company for a copy of the quote. I then asked about the estimate for the upgrade, they recall I had mentioned it however I never called them back to request one. Of course, I informed them I was no longer interested.